Are the cheaper fees worth losing money?? Unreliable bank

I sent a cashsend voucher to my parents yesterday (04.04.2025) morning, while having struggles to login to the app.

My father getting himself done to go to Jabulani Mall to withdraw said voucher. When he arrived at the Mall Capitec ATMs were out of order... he then went to PEP CELL to withdraw where he was told that these voucher was not able to be withdrawn - unknown to them what the actual problem is... He decided to head back today 05.04.2025 - where he was then told that the voucher had already been redeemed.

The response that I received was

""*Kuhlekonke* It was redeemed at - DNR JHB Oriental Plaza, 04/04/2025 13:27:42""

So now I ask how this is possible??? How am I supposed to rectify this issue???

I am being told to go to the Oriental plaza to request the footage!! Why is Capitec not taking responsibility for their systems being offline and not working???